A woman got nailed in the early stages of seeking mile-high club membership. The Qantas passenger was flying form Melbourne to Los Angeles at the beginning of last month. The lights went low, and she and the man next to her let their hands go wild under the blanket. The cabin crew caught on and split up the passengers, who apparently never bothered to try the lav.
The best part: the woman works for Qantas. And, she still does. A spokesman said, “The employee has returned to work.”
It looks like Delta has some strong thoughts on airfare and customer service. The airline identified as the worst in the United States is now saying that customer service shouldn’t be related to operating expenses – well, at least that’s the implication of the new ad the airline is running on New York City subways: “Customer service shouldn’t fluctuate with the price of oil.”
The fact that airlines generally aren’t famous for customer service is well-established, and many excuses reasons are given, ranging from regulatory constraints to a lack of cooperation from passengers. Of course, cost always comes into the equation, too. Despite a strong year for air carriers in 2010, history shows that this is a volatile industry, and it’s always necessary to keep an eye on expenses.
It isn’t unusual to see airline industry employees cite cheap flights as a reason for the decline in customer service: what else do passengers expect, right?
This is what makes Delta’s move so interesting. A direct statement that service shouldn’t be constrained by underlying expenses (and thus profit margins), the ad I saw on the 3 train yesterday morning takes a bold stand. Delta is taking conventional wisdom head-on (well, airline industry conventional wisdom) in a very public way.
It should be interesting to see if this leads to a change in the airline industry employee population’s position on the relationship between cheap tickets and passenger expectations. For Delta employees, leaning on the traditional rationale results in a direct contradiction with the company’s stated message. Though the sentiment may not trickle down to employees of other carriers, their being vocal about the informal “expense-to-service” ratio inherently puts them at a disadvantage relative to Delta’s claim. The subtlety may not reach the average consumer (especially those who don’t come into contact with Delta’s ads), but the implication is clear.
Doubtless, it makes sense to draw distinctions between advertisements and expectations, and any change at Delta based on this messaging will take time to implement (let’s be realistic – big companies do tend to move slowly). Nonetheless, it will be interesting to see how this situation unfolds.
So, tell us what you think: do you think customer service expectations in the airline business should be linked to the price you pay for a seat? Leave a comment below!
You may have gotten a break last year, but the 2010 Thanksgiving holiday will be a return for the norm. Fares are increasing, and traffic is following, as more passengers take to the skies thanks to a recovering economy. The Air Transport Association puts year-over-year Thanksgiving travel growth at 3.5 percent. This is enough to show the tide has turned, but it still doesn’t compensate for the ground lost to the recession.
With more people flying, you will probably find yourself fighting for the armrest, sitting next to someone in that middle seat (unless you’re the unlucky passenger) and struggling to cram your carry-on into the overhead bin.
Let’s take a look at five data points that point to an unpleasant Thanksgiving flying season, with information reported by Reuters:1. 24 million people will fly during the 12-day period around Thanksgiving (November 25, 2010)
2. Daily volumes will range from 1.3 million to 2.5 million
3. Planes will be running close to capacity, with load factors approaching 90 percent
4. Fares are headed up to 18 percent higher than last year (according to Rick Seaney, CEO of FareCompare)
5. There are fewer seats, with capacity down 10 percent from 2008 levels
The charter airline is sympathetic to the feelings of smokers, a rarity in today’s world. Spend a few hours on a plane, if you’re in the habit of puffing, and the result is a nic fit with an intensity determined by the length of your flight. Cross the Atlantic, and that first opportunity to light up is impossible to describe.
No, Global Exec Aviation isn’t going to let you fire up in flight, but it will give you the next best thing. The airline is partnering with Blu Cigs, which makes electronic cigarettes. The devices emit a mist rather than smoke, and the vapor contains the nicotine that makes a long flight easier to bear. So, if you fly Global Exec, there will be Blu Cigs on hand for you.
“Definitely it’s the first step,” Jason Healy, president of Blu Cigs, says of the partnership with Global Exec Aviation of Long Beach. “It’s largely to gather feedback … and just highlight the fact it’s an option.”
Smoking has been prohibited on all commercial flights to, from and within the United States since 2000, USA Today reports, but charter flights can choose to allow smoking as long as they provide a non-smoking section.
For those hoping the Blue Cigs will be provided on commercial flights … don’t hold your breath. Southwest spokesman Brad Hawkins told USA Today, “We have no plans to offer e-cigarettes, and we currently do not allow their use in-flight.” A spokesman for American Airlines says the same.
Jason Holi, one of the operations managers at Global Exec thinks that perspective might be a bit hasty:
“We’re in a customer-service industry,” Holi says. “If I have a passenger who’s a white-knuckle flier but a heavy chain smoker, I want to make it as accommodating as possible for him.”
Keeping your customers happy – what a novel concept!
According to the Bureau of Labor Statistics, you don’t need a college degree to be a flight attendant, regardless of what arises in the interview process. This lumps them in with waitresses and parking lot attendants, other jobs in which a BA is considered over-education. Yet, 29.8 percent of flight attendants have at least a college degree, according to the Chronicle of Higher Education, along with 317,000 waiters, more than 140,000 receptionists and close to half a million customer service representatives.
These revelations come on the heels of continued debate over whether a college degree is worth the cash it costs. Historically, a degree has been seen as a way to get ahead, but there are too many philosophy majors trying to cobble together livings as bloggers (guilty), making many wonder if higher education worth a price tag that can stretch well into six figures.
The BLS data reveals that 30,000 flight attendants have BAs or above, making it the job with the highest rate of BA degrees per worker on the list.